Scriptworks

Initial Business Response / [redacted] (1000, 5, 2015/12/01) */ Contact Name and Title: [redacted] , President Contact Phone: XXX XXX XXXX Contact Email: [redacted] @sbcglobal.net First of all, ScriptWorks is a compounding pharmacy meaning that we custom make every prescription by handOur Client informed us that she needed her prescription by Friday Nov20thShe asked that we deliver the medicine to her workThe prescription was for capsulesWe had made at the time of delivery and we realized that we would not have time to make the entire prescription on FridayWe delivered the capsules (a twenty day supply) we had made to her work on that Friday with a label stating that we owe her capsulesShe called on Monday and asked for a refund for the prescription because we had not sent the entire I stated that if she would return the medicine we had already dispensed to her I would give her a refundShe said that she would notI told her that we had intended to send the remainder of the prescription that week, which we did on 11/via mailThe remainder was delivered to her work on 11/at 10:amShe had been quoted the cost of the prescription which was the same amount that we had charged her other times I am not sure what this client is asking other than to get the medicine for free because of a slight inconvenienceThis medicine was custom made for her cat and we delivered the medicine to her and she received it, therefore we deserve to be paidWe did not charge her for the mailing of the remainder per our company policy The reason we did not charge her twice is standard pharmacy practiceIt is very common for a pharmacy to give a partial prescription when they don't have the entire amount, charge one charge and give her the entire prescription The only other option we had in this situation was to not send the medicine until all were madeThe problem with that is that she said she needed the med on that Friday and she would have been without medicine over the weekend If we charged her only for the and then filled the later, she would have paid dispensing fees and the medicine would have cost much more One of our core values states "Every team member commits to regularly focus on their job and the role they plan in providing an exceptional service experience for our customers and fellow co-workers." It is also our policy to let our customers know that we will be sending a partial on occasion if they need to have their medicine by a certain dateThis client said she wasn't informed, which is not our usual protocolWe did put a note on her bottle that we owed her the balance It is also our policy to send out the partial prescription if it was indeed ordered by the client even if we can't reach the client by phone, which is what I believe happened in this caseThe reason we do this is that they ordered the med and they said they needed it by a certain date, which means to us that they will be out of medicine and we never want that to happenWe then deliver a partial ScriptWorks is a national accredited pharmacy, meaning that we go the extra mile to make sure that the medicine is made properlyWe are the only current pharmacy in the United States that is accredited for compounding and also as a retail pharmacy I have practiced pharmacy for years and I have never had a patient complain about being given a partial prescription, which has occurred thousands of times during my career I truly feel badly that this client felt so angry that she filed a complaint with the Revdex.com, also the first of my career The bottom line is I felt I did what was in the best interest of my patient and I stand by the manner I actedI did not really argue with this client, I just stated that I don't understand her complaintI asked her if was leaving town and therefore needed more than a day supply during the next weekI am still unclear why she felt cheatedThe reason I didn't offer her a refund is that we delivered the medicine on time to her with the full intention of sending the balance, which we did a week later If the client decides she wants to leave our business I will transfer her prescription to a compounding pharmacy of her choiceHowever, if she decides to continue to do business here I will treat her with the same respect that I treat every customer in this pharmacy and there will be no hard feelings Best Regards, [redacted] , RPh President, ScriptWorks Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) He is lyingI never said I needed the prescription by Friday November 20thI requested the prescription refill using their recorded phone system; using that system there is no way for me to request that it be done by any particular date Final Business Response / [redacted] (4000, 9, 2015/12/09) */ We had to specially deliver the prescription to her work before it closed so she would get the medicine on that FridayWe sent one of our managers over to take a special delivery to make sure she got the medicine on time I had offered a refund but she refused to give to return the medicine Now I have sent the full balance of the prescription to her which she receivedShe has all of the medicine that was prescribed for her catWe gave her a service and we were paid

Initial Business Response /* (1000, 5, 2015/12/01) */
Contact Name and Title: [redacted], President
Contact Phone: XXX XXX XXXX
Contact Email: [redacted]@sbcglobal.net
First of all, ScriptWorks is a compounding pharmacy meaning that we custom make every prescription by hand. Our Client...

informed us that she needed her prescription by Friday Nov. 20th. She asked that we deliver the medicine to her work. The prescription was for 90 capsules. We had 40 made at the time of delivery and we realized that we would not have time to make the entire prescription on Friday. We delivered the 40 capsules (a twenty day supply) we had made to her work on that Friday with a label stating that we owe her 50 capsules. She called on Monday and asked for a refund for the prescription because we had not sent the entire 90. I stated that if she would return the medicine we had already dispensed to her I would give her a refund. She said that she would not. I told her that we had intended to send the remainder of the prescription that week, which we did on 11/25 via mail. The remainder was delivered to her work on 11/27 at 10:27 am. She had been quoted the cost of the prescription which was the same amount that we had charged her 3 other times.
I am not sure what this client is asking other than to get the medicine for free because of a slight inconvenience. This medicine was custom made for her cat and we delivered the medicine to her and she received it, therefore we deserve to be paid. We did not charge her for the mailing of the remainder per our company policy.
The reason we did not charge her twice is standard pharmacy practice. It is very common for a pharmacy to give a partial prescription when they don't have the entire amount, charge one charge and give her the entire prescription.
The only other option we had in this situation was to not send the medicine until all 90 were made. The problem with that is that she said she needed the med on that Friday and she would have been without medicine over the weekend.
If we charged her only for the 40 and then filled the 50 later, she would have paid 2 dispensing fees and the medicine would have cost much more.
One of our core values states "Every team member commits to regularly focus on their job and the role they plan in providing an exceptional service experience for our customers and fellow co-workers."
It is also our policy to let our customers know that we will be sending a partial on occasion if they need to have their medicine by a certain date. This client said she wasn't informed, which is not our usual protocol. We did put a note on her bottle that we owed her the balance.
It is also our policy to send out the partial prescription if it was indeed ordered by the client even if we can't reach the client by phone, which is what I believe happened in this case. The reason we do this is that they ordered the med and they said they needed it by a certain date, which means to us that they will be out of medicine and we never want that to happen. We then deliver a partial.
ScriptWorks is a national accredited pharmacy, meaning that we go the extra mile to make sure that the medicine is made properly. We are the only current pharmacy in the United States that is accredited for compounding and also as a retail pharmacy.
I have practiced pharmacy for 35 years and I have never had a patient complain about being given a partial prescription, which has occurred thousands of times during my career.
I truly feel badly that this client felt so angry that she filed a complaint with the Revdex.com, also the first of my career.
The bottom line is I felt I did what was in the best interest of my patient and I stand by the manner I acted. I did not really argue with this client, I just stated that I don't understand her complaint. I asked her if was leaving town and therefore needed more than a 20 day supply during the next week. I am still unclear why she felt cheated. The reason I didn't offer her a refund is that we delivered the medicine on time to her with the full intention of sending the balance, which we did a week later.
If the client decides she wants to leave our business I will transfer her prescription to a compounding pharmacy of her choice. However, if she decides to continue to do business here I will treat her with the same respect that I treat every customer in this pharmacy and there will be no hard feelings.
Best Regards,
[redacted], RPh
President, ScriptWorks
Initial Consumer Rebuttal /* (3000, 7, 2015/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
He is lying. I never said I needed the prescription by Friday November 20th. I requested the prescription refill using their recorded phone system; using that system there is no way for me to request that it be done by any particular date.
Final Business Response /* (4000, 9, 2015/12/09) */
We had to specially deliver the prescription to her work before it closed so she would get the medicine on that Friday. We sent one of our managers over to take a special delivery to make sure she got the medicine on time.
I had offered a refund but she refused to give to return the medicine.
Now I have sent the full balance of the prescription to her which she received. She has all of the medicine that was prescribed for her cat. We gave her a service and we were paid.